Due to COVID-19 many contact center agents may find themselves working from home for the first time -- which presents a unique set of challenges. In particular, contact center agents are challenged with how to be as productive as possible in less than ideal circumstances. This is where tools like SAP Contact Center 365 -- together with chat bot integration -- can help improve productivity.
We just ended the second decade of the 2000s and now look ahead to the 2020s. I expect that the 2020s will not be as roaring as the 1920s were, 100 years ago. But for the mobile industry, we’ve progressed a long way in the last 10 years.
Communications-platform-as-a-Service, or CPaaS, is a relatively new concept, but for anyone trying to harness the ever-growing number of channels and meet the expectations of the modern experience economy and customer, it is increasingly becoming a necessity.